RALINA ROCHA
Grand Rapids
Summary
Results-driven banking professional with over 11 years of customer service experience and a proven ability to lead teams and deliver exceptional client solutions. Skilled in relationship management, process improvement, and cross-functional collaboration within Commercial and Retail Business Banking environments. Adept at training and mentoring team members, ensuring operational excellence, and driving performance to meet organizational goals. Committed to fostering a positive team culture and delivering outstanding service to both internal and external clients.
Overview
1
1
year of professional experience
Work History
Commercial Services Representative I
Fifth Third Bank
01.2025 - Current
- Delivered exceptional service to Commercial clients, consistently exceeding performance goals with 132% AHT efficiency and 89.14% QA Quality YTD by resolving inquiries and issues promptly via phone
- Achieved 11 consecutive months of over 125% sentiment scores, including 3 months above 150% and 2 months ranked Top Sentiment in the CSC, driving superior customer experience.
- Educated and provided recommendations to clients on banking products and services, ensuring clear understanding of policies and procedures.
- Managed service requests in CRM software, ensuring accurate tracking and timely follow-up.
- Collaborated with team members to streamline service delivery processes, improving overall efficiency.
- Assisted customers with inquiries, resolving issues to enhance satisfaction.
- Made significant impact as Lead Coordinator on multiple projects and BRG events, fostering engagement and inclusion across the organization. Selected as one of two leaders for the Retail & Business Banking Engagement Team
Claims Specialist
Amynta/Guardsman
- Maintained professional telephone etiquette while managing 30 calls and emails daily and handling a caseload of 50-100 accounts.
- Demonstrated problem-solving skills by effectively de-escalating customer situations and utilizing strong decision-making and negotiation abilities.
- Achieved proficiency in Applix software, contributing to improved workflow efficiency.
- Knowledge and understanding of the department protocols for call handling, productivity and quality
- Ability to operate dual screens and multitask detail-oriented follows instructions
- Exhibited adaptability by embracing new processes and maintaining a willingness to learn.
- Cultivated self-motivation while working independently from home.
Skip Tracer
Loss Prevention Services
- Located vehicles for repossession nationwide using advanced tools and platforms, including Excel, CLEAR, RDN, and iBEAM
- Conducted thorough investigations to locate individuals and assets using proprietary databases and tools.
- Trained new team members on skip tracing techniques and best practices, enhancing team investigation capabilities.
- Maintained detailed records of skip tracing activities to uphold legal compliance.
- Conducted daily collection calls to customers, facilitating communication and recovery efforts.
Temporary Bookkeeper
Wolverine Worldwide
- Organized and categorized large volumes of paperwork into departments such as HR, Finance, Legal, and Distribution.
- Assisted in reviewing 6,606 boxes to determine whether to retain, destroy, or escalate for further review.
- Supported the Project Coordinator by entering and managing data in Excel based on filing and organizational progress.
- Transitioned into a Project Manager role, developing and executing a plan that completed the project 30 days ahead of schedule.
Insurance Agent
Allstate Insurance
- Obtained state insurance license and completed comprehensive training in policy sales and compliance.
- Educated clients on insurance products and coverage options to meet individual needs.
- Conducted cold calls to prospective clients across Michigan to generate new business and open policies.
- Developed and maintained strong client relationships through effective communication and follow-up.
- Processed policy applications and renewals accurately to ensure compliance with regulations.
- Assisted clients in filing claims, providing timely updates throughout the process.
- Collaborated with team members to streamline workflows and improve customer service efficiency.
Skip Investigator
Skip Locators
- Conducted skip tracing investigations to locate debtors and collateral using advanced databases, public records, and proprietary tools.
- Utilized platforms such as CLEAR and RDN, along with other investigative software to gather accurate contact and location information.
- Performed extensive research through social media, phone systems, and third-party resources to identify associates, relatives, and potential leads.
- Conducted thorough background checks to locate individuals effectively.
- Maintained strict compliance with legal and company guidelines during all investigative activities.
- Communicated findings and provided regular updates to clients and field agents, ensuring timely recovery of assets.
Shift Leader
Chick-fil-A
- Led daily kitchen operations, achieving smooth and efficient shifts for optimal service.
- Supervised daily operations to maintain strict compliance with quality and safety standards, ensuring customer satisfaction.
- Trained team members on customer service protocols and operational procedures, enhancing overall team performance.
- Managed food preparation, including breading and hand-filleting chicken to company specifications.
- Coordinated inventory management and assisted with truck deliveries and stock organization.
- Completed daily critical assessments and health department compliance checks.
- Maintained and sanitized kitchen equipment to uphold safety and quality standards.
- Opened the store consistently, ensuring readiness for operations and adherence to procedures (Monday–Saturday)
Retention Specialist
Charter Communications
- Managed inbound customer calls to resolve issues, retain services, and identify upgrade opportunities, enhancing overall customer satisfaction.
- Consistently achieved retention goals and earned monthly commissions
- Leveraged knowledge of account management systems and customer engagement techniques to implement strategies that reduced churn and increased loyalty.
- Analyzed customer feedback to uncover retention trends and crafted targeted engagement strategies to improve customer retention.
- Assisted in creating personalized outreach programs to enhance customer loyalty and satisfaction.
- Completed 8-week training program, mastering internal systems, pricing structures, and retention strategies.
Education
High School Diploma -
Kenowa Hills High School
Walker, MI1 2015
Some College (No Degree) - Business Administration And Management
Muskegon Community College
OnlineSkills
- Claims investigation
- Verbal communication
- Microsoft office
- Compliance management
- Project management
- Project planning
- Team collaboration
- Relationship building
- Volunteer management
- Brand awareness
- Quotes and sales
- Professionalism and ethics
Affiliations
Advocated in multiple BRG's the last year:
Women’s BRG – Selected participant for the Women's Mentorship program with Raychel Smith as my mentor; earned Certificate of Participation and contributed to International Women’s Day initiatives.
LGBTQ+ BRG – Led Pride Month communications, including hosting events, assisting with project coordination, and interviewing 10 local business owners for the newsletter.
Latino BRG – Supported planning and execution of Hispanic Heritage Celebration; recognized with Spirit of the Pin award for contributions.
Young Professionals BRG – Volunteered at Equest Center for Therapeutic Riding Annual Derby event
Additional Volunteer Activities – Actively participated in campus engagement events, including Fur Babies Bandana distribution, Ice Cream Social, Connecting with Cocoa, and Deck the Campus.
Women’s BRG – Selected participant for the Women's Mentorship program with Raychel Smith as my mentor; earned Certificate of Participation and contributed to International Women’s Day initiatives.
LGBTQ+ BRG – Led Pride Month communications, including hosting events, assisting with project coordination, and interviewing 10 local business owners for the newsletter.
Latino BRG – Supported planning and execution of Hispanic Heritage Celebration; recognized with Spirit of the Pin award for contributions.
Young Professionals BRG – Volunteered at Equest Center for Therapeutic Riding Annual Derby event
Additional Volunteer Activities – Actively participated in campus engagement events, including Fur Babies Bandana distribution, Ice Cream Social, Connecting with Cocoa, and Deck the Campus.
Accomplishments
Sprit of the Pins
-Received one for participating and engaging in the Women's BRG
-Received fellow coworker from the RBB team for assisting them with any questions they may have and committing to excellence for the department and for customers.
-Received one from Supervisor Isabelle Jansma recognizing to take the initiative to connect with the BRGS, for volunteering opportunities and being an active advocate for engagement for the department of RBB.
-Received one for contribution for the Latino BRG, Young Professionals, and for the additional campus project/events from Maria Trevino
-Received one for participating and engaging in the Women's BRG
-Received fellow coworker from the RBB team for assisting them with any questions they may have and committing to excellence for the department and for customers.
-Received one from Supervisor Isabelle Jansma recognizing to take the initiative to connect with the BRGS, for volunteering opportunities and being an active advocate for engagement for the department of RBB.
-Received one for contribution for the Latino BRG, Young Professionals, and for the additional campus project/events from Maria Trevino
Timeline
Commercial Services Representative I
Fifth Third Bank
01.2025 - Current
Claims Specialist
Amynta/Guardsman
Skip Tracer
Loss Prevention Services
Temporary Bookkeeper
Wolverine Worldwide
Insurance Agent
Allstate Insurance
Skip Investigator
Skip Locators
Shift Leader
Chick-fil-A
Retention Specialist
Charter Communications
High School Diploma -
Kenowa Hills High School
Some College (No Degree) - Business Administration And Management
Muskegon Community College